CCM Reporting 1

[billberge]

Folks,

It appears that I have a problem with some users accidentally dialing 911 and then hanging up resulting in the police showing up on my doorstep. We are sending a external phone number mask out so all the 911 operators see is the main line number and not the DID or extension.

After each incident I am being asked to find out which number is placing the call. The CDR Analysis and Reporting tool works well if you know the extension but not so well under these circumstances. Does anyone know how to run a report based on the dialed number?

Thanks in advance

 

[pndscm]

In CDR for the Extension number, put 911. I just did this in my Lab and it works fine.

 

[billberge]

pndscm,

Thanks for the help. Worked great. I was unaware that you the tool worked like that. It will be most useful moving forward.

 

[saravn]

Billberge,

Are you still having problems with users calling 911? We are having the same problem, but the reports in the CDR seem inaccurate.

I figured the callers accidentally hit the wrong buttons or something, but then they would have made another call immediately after...and I'm not seeing that. The person with the most "calls" doesn't even remember dialing it, and although she could be lying, the surprise in her voice, and the timing of the calls, make me believe her.

Unfortunately, this makes it harder to try to stop the calls, since we don't know why they are happening. If they keep up, we'll be getting some big fines.

I'd appreciate any suggestions or recommendations.

Thanks!

 

[Iwontremember]

I had the same issue also. In 3 months 911 was called 174 times.
I found on the old Meridian system that 911 was actually dialed 9911.
So I blocked 911 in the Route Patterns and let all users to dial 9911.

 

[saravn]

Actually, we originally had both 9911 and 911 send calls to 911 but because of the accidental calls we now only allow 9911 to go to 911 and we are still having the problem.

I know there are ways I can block the calls and require a code or special prompt, but I don't want to do that in case of a turn emergency.